Barack Obama's signature legislative achievement, Patient Protection and Affordable Care Act, is anticipated to bring around 30 million uninsured Americans under the healthcare coverage. Chetan Kothari, managing director of Andheri-based Tricom India Limited, tells Irum Khan and Dhiren Dukhu that the reform will immensely benefit the Indian IT-BPO companies; however, lack of infrastructure boost at the local level is still an impediment. Edited excerpts:

What does the future of IT (information technology) and ITeS (IT-enabled services) industry hold for us?

In spite of the ongoing global economic uncertainties, the Indian IT and ITeS industry will continue to hold a strong position in terms of acquiring new business and at the same time providing top quality service. This is because India has consistently proved itself as the preferred destination by foreign investors given that apart from required skills and attitude, we have a strong liquidity position, deep understanding in innovative business models, advancement in providing better customer service, concentration on new markets and flexibility in adopting emerging technologies.

When we talk about healthcare services what is the scope for ITeS in India?

The US Supreme Court has advocated the Patient Protection and Affordable Care Act, President Barack Obama's signature legislative achievement signed into law in 2010. With the new law around 30 million uninsured Americans are expected to buy healthcare insurance. If the reform comes into effect (anticipated by 2014) it will immensely benefit the Indian IT-BPO companies as new projects are expected in the form of data conversion, creation and management of electronic health records, as well as claims processing and insurance sales.

Reports from Everest Group have estimated that the US market for IT services in health care is about $14 billion to $15 billion currently and is growing at 5-7 percent every year. Because of Obamacare, the market could grow between eight and 10 percent, an incremental growth of 3 percent. The number of deals could grow by 20 percent. This could be manifested as a remarkable juncture in the history of Indian IT-ITeS industry.

Has the government in India leveraged on the IT growth for the healthcare sector?

Healthcare documentation and processing in India still has a long way to go. We stand second in world population and without the intervention of the IT, it is practically impossible to administer such large number of data management. The government needs to generate more awareness amongst hospitals, insurance companies and the people at large about the benefits of effective management of healthcare back office operations.

What would be your suggestions for streamlining healthcare segment?

There is a lot that needs to be done to streamline the functioning of healthcare back office operations. There is a general misconception that third party administrators do not deliver the kind of quality work expected from them. Moreover, there is a fear of information leakage, loss of data and time, costs and lack of customer satisfaction which needs to be taken care of. Healthcare BPOs have not been given enough authority to deliver best results. Healthcare BPOs is an evolving business in India and with time it needs to be more seamless for the benefit of the patient and the hospital.

What are your plans for a deeper dive into the healthcare segment?

Tricom India plans to broaden the horizons of the healthcare vertical by providing end to end support and solutions to our clients. In the near future we plan to commence advanced mailroom and scanning centres for our clients.

What are the regulatory bottlenecks faced by the IT industry both in India and abroad?

If you observe, more often regulatory policies do aid in decision making process while doing business within one's country or abroad, however, increased regulatory control in the face of global economic crisis effects global sourcing, increases competition from new and emerging countries, exchange rate of currency and effects the smooth functioning of carrying out day to day operations.